This document discusses operational transparency in government services. It presents findings from surveys that show transparency improves public attitudes toward government. When the public was shown how government programs work through open data (the "transparent" condition), they had more positive views of government's effect on their lives and were more likely to believe government does a better job than credited. The document concludes that operational transparency, or showing the internal work of government, can help improve resident attitudes and support for programs at a low cost through the application of open data.

1. SURFACING THE
SUBMERGED
STATE
Operational Transparency in
Government Services
RYAN W. BUELL
Assistant Professor of Business
Administration, Harvard University !
MICHAEL I. NORTON
Professor of Business Administration,
Harvard University

7. OPERATIONAL
TRANSPARENCY
Showing the work.

8. 8

9. 9

10. 10

11. 11

12. 12

18. DO YOU THINK GOVERNMENT THREATENS
YOUR PERSONAL RIGHTS AND FREEDOMS?
No
60%
Yes
40%
Blind
No
78%
Yes
22%
Transparent

19. GOVERNMENT OFTEN DOES A BETTER JOB
THAN IT’S GIVEN CREDIT FOR?
No
66%
Yes
34%
Blind
No
43%
Yes
57%
Transparent

20. IN GENERAL, IS GOVERNMENT’S EFFECT ON
YOUR LIFE POSITIVE OR NEGATIVE?
Negative
23%
Positive
77%
Blind
Negative
9%
Positive
91%
Transparent

21. TRANSPARENCY IMPROVES ATTITUDES AND
INCREASES SUPPORT FOR PROGRAMS
Avg. % of top category
responses
55%
48%
41%
34%
27%
20%
50%
43%
38%
29%
Attitudes Support

22. OPERATIONAL
TRANSPARENCY
Showing the work.
Operational
Transparency
Perceived
Effort Appreciation Perceived
Value

23. OPERATIONAL
TRANSPARENCY
Showing the work.
• Low cost application of open data
• Improves resident attitudes and support
for programs
• Measurable impact

24. RYAN W. BUELL | HARVARD BUSINESS SCHOOL | RBUELL@HBS.EDU